Associated Certification: Unified Contact Center Enterprise Specialization requirement for Systems Engineers
Duration: 90 minutes
Languages: English
This exam tests a candidate's knowledge of CCE Overview, Basic Calls and Agent settings, CCE Configuration and Implementation, Advance Configuration, Advance Features, and Reporting.
The following topics are general guidelines for the content likely to be included on the exam. However, other related topics may also appear on any specific delivery of the exam. In order to better reflect the contents of the exam and for clarity purposes, the guidelines below may change at any time without notice.
| 20% | 1.0 | Overview |
| 1.1 | Understand Contact Center basics | |
| 1.2 | Describe CCE components and architecture | |
| 1.3 | Explain call flow | |
| 1.4 | Describe access tools | |
| 20% | 2.0 | Basic Calls and Agent settings |
| 2.1 | Deploy basic call settings | |
| 2.2 | Build basic ICM scripts | |
| 2.3 | Configure basic agent functionality | |
| 2.4 | Configure basic call treatment | |
| 20% | 3.0 | Configuration and Implementation |
| 3.1 | Implement precision routing | |
| 3.2 | Configure agent teams and supervisors | |
| 3.3 | Utilize Finesse administration tool | |
| 20% | 4.0 | Advanced Configuration |
| 4.1 | Implement VXML applications | |
| 4.2 | Configure roles and departments | |
| 4.3 | Configure RONA support | |
| 10% | 5.0 | Advanced Features |
| 5.1 | Understand CCE features beyond default | |
| 10% | 6.0 | Reporting |
| 6.1 | Utilize CUIC |
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The following courses are the recommended training for this exam: